Arif Billah

Team Manager with Results-driven, competent, and reliable IT professional with 12 years of experience in telecommunications, Information Technology, global operations & client servicing.

CCIE Security 64190

Manage a group of Services Engineers for the region.  Provide customers with technical support through analytical skills, facilitate new installations, implementations, maintenance, education, and author documentation in support of the customers’ environment.  Ensuring management of customer expectations and resolution of technical issues in a timely manner.  Providing necessary support for high profile technical escalations.  Developing and maintain troubleshooting skills on all Check Point products and technical knowledge in industry standard based technologies.  Ensuring that all customer satisfaction KPIs are met at all times through defined practices and policies.  Mentoring and training the team members to meet their performance objectives through continual communication, audit and metric reviews  Interfacing with different departments in our global organization: Sales, R&D, QA, Customers Success Management, etc.  Productive collaboration with peers to lead service improvements  Acting as the Voice of the Customer in order to drive product and service improvements. Occasional travel to customer sites is required as needed.

Ensuring the successful delivery of projects, including managing schedules and budgets, leading cross-functional teams, recruiting, on boarding new team members, providing coaching and mentorship, and much more.  Drive performance of staff by creating incentives and a positive work atmosphere. Track attendance daily and maintain an acceptable adherence rate. Responsible for monitoring and scoring calls to enhance coaching sessions and help develop team.  Coached to success including using the corrective action process when appropriate. Provide daily feedback to team on key performance indicators including quality, attendance, and average handle time of fielded calls.  Administrating recognition and rewards programs in order to motivate and build team morale. Providing subject matter expertise as well as resolving escalated customer issues.  Communicating with direct reports in regards to new policies, procedures and client changes in a timely manner  Working for specific projects with more than 800+ devices including Cisco ASA/FMC/FTD/Palo Alto Firewalls , Cisco ACE load balancer, Cisco ASR Routers, Nexus N7K Switches, HP-H12- J09U40 , HP (Trend) Tippingpoint IDS/IPS, Solar Winds, Kibana Syslog Server, Splunk:SIEM , Cloud Infra - AWS & Azure.  Ticket handling with Footprints/Service Now tool, different tickets e.g. Change Requests, Incidents and Problem tickets – SNOW  Spearheading the following activities pertaining to Firewalls (Cisco FTD /ASA, Palo Alto, F5 load Balancer)

Efficiently design and integrate customer network. • Implement and maintain firewall, switches and other security appliances. • Respond to network incidents and network service requests. • Fine tuning of the rules on security devices. • Working on the Vulnerability reports and remediating them. • Ticket handling with Service Now tool. • Configuring, troubleshooting, debugging and resolving escalated and priority network down scenario. • Extensively worked on various network security devices namely(Cisco router/switches/firewall including FTD, Palo Alto Firewalls, Cisco WLC , Amazon AWS, Spectrum tool).

B.Tech in Electronics and communications